Key Responsibilities: Zendesk Configuration and Administration: · Configure and maintain Zendesk to meet our specific customer support requirements. · Customize ticket forms, workflows, automations, and user roles. · Ensure Zendesk is optimized for seamless support operations. Ticket Management: · Monitor and manage the ticketing system to ensure prompt response and resolution of customer inquiries. · Categorize and prioritize tickets for efficient handling. Reporting and Analytics: · Create and maintain reports and dashboards to track support team performance and customer satisfaction. · Analyze data to identify trends, areas for improvement, and opportunities for automation. User Training and Support: · Provide training and support to support agents and other Zendesk users. · Troubleshoot and resolve technical issues related to Zendesk. Integration and Expansion: · Integrate Zendesk with other relevant tools and systems for a seamless support ecosystem. · Evaluate and recommend new Zendesk features and plugins to enhance support capabilities. Customer Experience Enhancement: · Collaborate with the customer support team to develop and implement strategies for improving the customer experience. · Identify areas where Zendesk can be used to proactively engage with customers. Qualifications: · Bachelor's degree in a relevant field or equivalent work experience. · 3+ years of experience as a Zendesk administrator or specialist. · Proficiency in configuring and customizing Zendesk. Job Description · Strong analytical and problem-solving skills. · Excellent communication and interpersonal skills. · Knowledge of customer support best practices and industry trends. · Zendesk certifications are a plus.
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Key Responsibilities: Zendesk Configuration and Administration: · Configure and maintain Zendesk to meet our specific customer support requirements. · Customize ticket forms, workflows, automations, and user roles. · Ensure Zendesk is optimized for seamless support operations. Ticket Management: · Monitor and manage the ticketing system to ensure prompt response and resolution of customer inquiries. · Categorize and prioritize tickets for efficient handling. Reporting and Analytics: · Create and maintain reports and dashboards to track support team performance and customer satisfaction. · Analyze data to identify trends, areas for improvement, and opportunities for automation. User Training and Support: · Provide training and support to support agents and other Zendesk users. · Troubleshoot and resolve technical issues related to Zendesk. Integration and Expansion: · Integrate Zendesk with other relevant tools and systems for a seamless support ecosystem. · Evaluate and recommend new Zendesk features and plugins to enhance support capabilities. Customer Experience Enhancement: · Collaborate with the customer support team to develop and implement strategies for improving the customer experience. · Identify areas where Zendesk can be used to proactively engage with customers. Qualifications: · Bachelor's degree in a relevant field or equivalent work experience. · 3+ years of experience as a Zendesk administrator or specialist. · Proficiency in configuring and customizing Zendesk. Job Description · Strong analytical and problem-solving skills. · Excellent communication and interpersonal skills. · Knowledge of customer support best practices and industry trends. · Zendesk certifications are a plus.
